Factors Impacting Innovation in New Service Offerings

John Maleyeff

5 citations0/0 files storedJournal of Service Science and Management

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Service and Product Innovation Business Strategies and Innovation Innovation and Knowledge Management

Abstract

Factors that affect the level of innovation in projects to develop new service offerings are analyzed based on field re-search results from 84 service innovation projects. Personal characteristics of developers, process and customer type, and an important characteristic of their organization (i.e., whether or not they possess a strong Lean Six Sigma or simi-lar process improvement orientation) are analyzed. It is shown that, although personal characteristics, process type, or customer type do not affect the level of innovation, organizations with a strong Lean Six Sigma orientation had a lower incidence of radical innovation recommendations.

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1992The machine that changed the world 2001Leading the revolution 2008Management Innovation 2012Management Challenges for the 21st Century 2002Managing the Total Customer Experience 2008The Future of Management 2006The why, what, and how of management innovation.

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